Daria Bilokon

Daria Bilokon

Product Manager at SKELAR | IT | EdTech
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About

"Product Manager with 7+ years of experience across Product Management, Product Marketing, EdTech, and digital products. I’ve launched 10+ online products from scratch, led 90+ marketing campaigns, and managed cross-functional teams of up to 15 people. Passionate about building user-focused products, growth, experimentation, and turning ideas into products that deliver measurable business impact."

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•

2d ago

Our longest sessions had the lowest satisfaction.

We assumed engagement was good. Then we correlated session length with post-session survey scores across 1,800 responses.

Sessions under 2 minutes: 4.1 / 5
2 10 minutes: 4.4 / 5
10 30 minutes: 4.2 / 5
30 60 minutes: 3.6 / 5
Over 60 minutes: 3.1 / 5

The longest sessions were the least satisfying. When we looked at what those users were doing, it was repetitive manual work exporting, reformatting, re-importing, searching through long lists. They were not absorbed. They were stuck.

We had been reporting "average session length" as a health metric. It was hiding the fact that our most engaged users were our most frustrated ones. We started tracking "time to complete core task" instead, and it became the number we optimized.

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4d ago

I read 1,400 support tickets in one weekend.

We had 1,400 tickets in our help desk from the previous 8 months. I exported them all to a spreadsheet on a Saturday and read every subject line and first message. Took about 11 hours total.

Findings:

  • 412 tickets (29.4%) were about the same thing: a password reset email that landed in spam for Gmail users on custom domains. We had a help article about it. Nobody read it. They just emailed support.

  • 233 tickets (16.6%) were feature requests. Of those, 178 were for one feature we had already built and shipped 5 months earlier. Users couldn't find it.

  • 97 tickets (6.9%) were from users on a plan that didn't include the feature they were asking about. They had never seen the pricing comparison.

  • Only 38 tickets (2.7%) were actual bugs.

The biggest insight: 45% of our support volume was caused by discoverability problems, not product problems. We were treating symptoms. We fixed the spam issue by switching to a different sending domain and adding an in-app "check spam" banner. Ticket volume dropped 31% the next month.

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